Mixing Importance Performance, Swot and Balanced Scorecard Analysis to Develop Strategic Plan at Astrini Hospital Wonogiri

Main Article Content

Agung Permanajati
Eka Oktavia

Abstract

Introduction: Know what customer need in healthcare service is one of important thing for hospital to win competition in competitive era. Importance performance analysis is a method which is show us about two-dimension, importance and performance. IPA tool, it helps hospital leaders and managers to see about their hospital situation and it helps hospital management to analyze about strength and weakness point their hospital and make balance scorecard to achieve hospital strategic plan appropriately.


Purpose: To see about using IPA tool and mix it with SWOT and balanced scorecard in develop strategic plan policy at Astrini Hospital Wonogiri


Method: we measuring IPA with servperf model five-dimension, tangible, responsiveness, reliability, empathy and safety. Sample of measurement are inpatient patient at Astrini Hospital (25 – 55 years old), and total respondent are fifteen people (n=15), SWOT and Balanced scorecard analysis use in focused group discussion from hospital management based on IPA measurement.


Result and discussion: we get four of five dimensions are good and patient is satisfied with hospital performance overall. Tangible dimension is only one with low point (-0,2) and it mean our patient not satisfied with hospital performance. Each dimension, it has some question and it can be hospital leader and manager consideration during analyze SWOT (strength, weakness, opportunity, and threat) & BSC (balanced score card) to develop a hospital strategic plan.


Conclusion: Hospital management is must to know what their patient need and want when they come to hospital to seek medical service. Using IPA, and then mix its with SWOT and balanced scorecard can be consideration for hospital management to analyze existing condition and then analyze hospital strategic plan further. Directly scoring from hospital patient, it can be an indicator is the hospital already give them appropriate medical service what they need and expect from hospital.


 

Article Details

How to Cite
Permanajati, A., & Eka Oktavia. (2023). Mixing Importance Performance, Swot and Balanced Scorecard Analysis to Develop Strategic Plan at Astrini Hospital Wonogiri. International Journal of Medical Science and Clinical Research Studies, 3(07), 1366–1372. https://doi.org/10.47191/ijmscrs/v3-i7-25
Section
Articles

References

I. Ormanovic S, Ciric A, Talovic M, Alic H. Importance Performance Analysis: Different Approaches. December, 2017.

II. Jahani Y, Masoud A, Rafiei S. Evaluating Health Service Quality: Using Importance Performance Analysis. International Journal of Health Care Quality Assurance. July, 2017.

III. George B, Walker R M, Monster J. Does Strategic Planning Improve Organizational Performance? A Meta – Analysis. Public Administration Review. Vol 79. October, 2019.

IV. Jain S K, Gupta G. Measuring Service Quality: SERVQUAL vs SERVPERF Scales. VIKALPA. Vol 29. June, 2004

V. Williams R, Smith A, Aaron J R, Manley S. Small Business Strategic Management Practices and Performance: A Configurational Approach. Economic Research. Vol 33. October, 2019

Similar Articles

You may also start an advanced similarity search for this article.